Background
Maxwell Stephens recently filled the role of Facilities Manager for Novotel London West. Novotel, part of the Accor Hotels group, is renowned for its commitment to exceptional guest experiences and high standards of service. In a hotel of this kind the Facilities Manager is central to keeping the building safe, efficient and welcoming for employees and guests alike.
Hotel facilities roles differ from corporate office equivalents in one important respect: the building never closes. Plant, electrical and mechanical systems are in continuous use, guests notice failures immediately, and the maintenance function has to work around occupancy rather than office hours. That shapes the kind of candidate who succeeds.
The Challenge
Novotel London West needed a Facilities Manager to oversee the maintenance of the hotel's plant, electrical and mechanical installations, and to coordinate Environment, Health and Safety (EHS) compliance across the site. The brief called for:
- Extensive facilities management experience, with the technical grounding to take ownership of building services rather than simply administer contracts.
- Exceptional organisational skills and the ability to manage multiple priorities at once.
- Discretion. The sensitive nature of the hospitality industry meant the candidate had to be able to maintain confidentiality.
- Flexibility with working hours, given that maintenance in a hotel cannot always wait for the working day.
The combination of technical depth, EHS responsibility and a service mindset is what made the search demanding. Candidates who are strong on plant and M&E are not always comfortable with the customer-facing and compliance sides of the role, and the reverse is equally true.
Our Approach
Maxwell Stephens ran a comprehensive search for a candidate who possessed the technical expertise required and also demonstrated a strong commitment to customer service and teamwork. We focused on individuals with a proven track record in:
- Strategic facilities management
- EHS compliance and auditing
- Maintenance and operational efficiency
- Budget management and cost control
- Team leadership and training
Assessing against all five areas, rather than technical capability alone, meant the shortlist was made up of people who could lead the function as well as run it.
The Outcome
On placement, the new Facilities Manager quickly took charge of their responsibilities, demonstrating strong capability and commitment. Their contribution has spanned the full remit of the role:
- Office relocation. Managed all aspects of the office relocation project, ensuring minimal disruption and maintaining service standards throughout.
- Workspace management. Ensured a professional and effective working environment, overseeing services such as cleaning, reception, and workspace safety and security.
- Budget management. Controlled the operational costs budget, ensuring cost-effective coverage for office rent, utilities, maintenance, IT equipment and other essential services.
- Maintenance oversight. Planned and ran core services including maintenance, heating, air cooling and electrical systems, and oversaw quality control, technical insurance, contracts, planned maintenance and waste management.
- Health, safety and environment. Implemented EHS systems and procedures, conducted internal audits and ensured compliance with regulatory and ISO requirements. Advised senior management on environmental legislation and company policies, and promoted energy, water and gas-saving practices.
- Team leadership. Formed a vital link between the Maintenance Department, the Health & Safety Department and other areas of the hotel, and provided training and support to employees on EHS and emergency procedures, building a culture of safety and efficiency.
Why This Placement Worked
The brief was assessed as a whole. A Facilities Manager in a hotel has to hold technical, compliance, financial and people responsibilities together, and the search treated each of those as a requirement in its own right rather than a nice-to-have alongside the M&E background. The result was an appointment able to take ownership of the function from the outset.
If you are recruiting a Facilities Manager for a hotel or another building that operates around the clock, Maxwell Stephens can help you define the brief realistically and reach candidates who cover all of it. Get in touch with our team.